SERVPRO Of Lancaster East

-------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Wed, Nov 4, at 8:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: [redacted] ***< [redacted] @***.com>Date: Tue, Nov 3, at 2:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [email protected] issue with the storm window has been resolvedThank you

----- Forwarded message ----------From: Date: Wed, Nov 16, at 11:AMSubject: ***To: ***@myRevdex.com.orgissue resolved

Servpro was hired on 5/31/16 for interior cleaning and some exterior repairs required from a fire next door that...

took place on 5/28/16. There was no pressure from Servpro. The interior cleaning was completed to satisfaction in coordination with the removal of the fire damaged building materials next door, and these homeowners were able to move back quickly. Shortly after reaching an agreed scope with the insurance company on the exterior repairs, the roof was successfully replaced in coordination with the fire unit next door- as they were connected flat roofs. The homeowners were pleased and the balance of the exterior work was limited to a small area of siding and a piece of fascia right below the roof which were lightly discolored from the smoke. It was a small job to resolve a minor aesthetic issue and given the big picture- extremely fire damaged property and displaced neighbors- those repairs would most likely be addressed toward the end of the project. The homeowners initially expressed understanding and agreement with the plan. Contact was maintained the duration of the project with the onsite project manager who shared conversations with them on a semi-daily basis, as well as the project coordinator who stopped in periodically to check progress, answer questions, and provide updates- always pleasant exchanges. Conversations were had along the way, assuring them that the remaining repairs would not be forgotten. As the reconstruction next door came to an end we advised that a siding installer had been assigned to make their repairs, and being a small job would finish them up as soon as there was a break in their schedule or an early day when they could fit it in. They were understanding and their patience was acknowledged and appreciated multiple times. Shortly thereafter, as we approached the fire victims' next door move back we suddenly began to receive calls from their insurance company indicating that the homeowners were upset and did not understand what was taking so long. Needless to say we touched base with the homeowners, reviewed the circumstances and offered apologies for the delays and any misunderstanding. The urgency was elevated, schedules shifted, and the work was completed on shortly thereafter. We offer an apology for not making these repairs faster. We were completely under the impression the common priority was to return their elderly neighbors back into their home- and out of the hotel they’d been living in since the fire.  If the customer had expressed these concerns early on we certainly would have adjusted and planned accordingly.

-------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Wed, Nov 4, 2015 at 8:34 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]...

<[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted]<[redacted].com>Date: Tue, Nov 3, 2015 at 2:48 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] issue with the storm window has been resolved. Thank you.